Workforce Management Real-time Analyst

Manila, Philippines

 

About us

At Auctane, we are united by a passion to help businesses deliver — whatever their size, wherever they are, and however they operate. We make it possible for businesses to meet the ever-changing requirements of their industry and customer expectations. Auctane products enable hundreds of thousands of businesses to annually mail and ship billions of items — over $200 billion worth — to recipients around the globe.

The Auctane family of mailing and shipping software products includes ShipStation, Stamps.com, ShipStation API, Metapack, GlobalPost, and Packlink. Our partners include Amazon, UPS, USPS, eBay, BigCommerce, Shopify, WooCommerce, and Walmart.

Our values

Win as One. Delight Customers. Deliver Great Outcomes. 

About the team

The Workforce Management team is responsible for optimizing staffing, forecasting support volume, and ensuring service levels are consistently met across all support channels. We act as the nerve center of operational planning and performance—proactively identifying trends, addressing real-time issues, and partnering with operations leaders to drive smart decisions.

We're looking for a Workforce (Real-time) Management Analyst based in Manila, Philippines (hybrid setup) to support our global support operations. You'll play a key role in real-time management, staffing analysis, and ensuring the right people are in the right place at the right time to support our customers.

Location: Manila, Philippines (hybrid)

Working Hours: 8 hour shift between 5am and 9pm

Training: ~3 weeks

What will you be doing?

  • Monitor real-time agent adherence, service levels, and productivity across multiple channels and brands using workforce management tools
  • Identify gaps in coverage and proactively recommend adjustments to staffing and scheduling
  • Communicate with supervisors, agents, and leadership to coordinate intraday changes
  • Track and report on real-time metrics, trends, and escalations
  • Collaborate cross-functionally to resolve workflow interruptions and meet performance targets
  • Contribute to the ongoing improvement of WFM processes and tools

What are we looking for?

  • At least 2 years of experience in a customer service environment
  • Proficiency in workforce management software (Zendesk WFM, Assembled, Aspect, Playvox, or similar)
  • Strong analytical skills with a proven ability to interpret data and take action
  • Excellent communication and interpersonal skills
  • Detail-oriented and able to juggle competing priorities in a fast-paced environment
  • Able to work independently and collaboratively
  • Must be available to work 5 AM to 3 PM CST

What will make you stand out?

  • Hands-on experience with real-time adherence tracking and intraday queue management
  • Familiarity with reporting tools like Looker or Google Sheets
  • A proactive, solutions-oriented mindset
  • Passion for continuous improvement and leveraging data to drive results
  • Experience working in or supporting a BPO or hybrid support team model

The Tech

We leverage the following tools to power our operations:

Google Suite & Confluence for communication and documentationSlack for cross-functional collaboration

  • Zendesk Workforce Management for scheduling, forecasting, and real-time management
  • Zendesk and Zoom Phone for support interactions
  • Looker & Zendesk Explore for reporting and analysis

Confluence for documentationZapier for automation

What do we offer?

🌿 1. Health & Well-being
Auctane prioritizes the health and well-being of our employees and their families.

🩺 HMO Medical Insurance:

  • Tiered Maximum Benefit Limit (MBL) based on job level.
  • Comprehensive coverage for the employee and up to two (2) dependents.

🦷 Dental Insurance:

  • Coverage for essential dental care services.

🧠 Mental Health & Employee Assistance Program (EAP):

  • Access to confidential counseling and support services for mental health and personal challenges.

🏃 Wellness Program:

  • Initiatives and resources designed to promote physical and mental well-being.

2. Financial Security & Compensation Enhancements
We offer benefits aimed at providing financial stability and enhancing your overall compensation.

❤️ Life Insurance:

  • Financial protection for your loved ones.

⚠️ Accidental Death and Dismemberment (AD&D) Insurance:

  • Additional financial protection in the event of accidental death or dismemberment.

🍽️ Meal and Clothing Allowance:

  • Up to 3,000 PHP per month for meal and clothing expenses.

🎯 Bonuses and Supplemental Income:

  • Opportunity to earn extra wages through company contests and incentives.

3. Time Off & Work-Life Balance
Auctane recognizes the importance of rest and personal time for a healthy work-life balance.

🌴 Paid Vacation Days:

  • 15 paid vacation days per year, with additional days increasing with tenure.

🤒 Paid Sick Days:

  • 15 paid sick days per year.

🎉 Paid Holidays:

  • Observation of statutory national and local holidays.

💐 Bereavement Leave:

  • Supportive leave in times of personal loss.

4. Professional Development & Recognition
We invest in your continuous growth and acknowledge your contributions to Auctane's success.

📚 Education Benefits:

  • Support for continuous learning and professional development.

🤝 Referral Program:

  • Incentives for recommending great talent to join the team.

 

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